Insurance Operations Specialist

American Family Insurance • Madison, WI

3d • $62,000 - $103,000 • Hybrid

About The Position

Provides operational support through subject matter expertise, technical support, systems support, knowledge management support, quality assurance and/or workflow analysis. Interacts with various levels of management to communicate quality findings and recommends solutions to continuous process improvement. Develops training/education strategies.

Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Basic knowledge and understanding of insurance or contact center operations.
• Demonstrated experience in resolving complex customer experience issues.
• Extensive knowledge and understanding of insurance or contact center technology, billing and policy systems, policy contracts, and state regulations.
• Solid knowledge and understanding of MS Office Products.
• Solid knowledge and understanding of professional and effective business writing.
• Demonstrated experience with process improvement methodologies.

Nice To Haves

• Up to 10% travel may be required.
• Work that primarily involves sitting/standing.

Responsibilities

• Assists in achieving the operational objectives with efficient and effective work design; includes extensive knowledge of area policies and procedures.
• Serves as a subject matter expert and communication liaison for internal and external business partners.
• Collaborates with peers to develop distinctive customer experiences that differentiate the company in the market and meet the needs of the target customer groups.
• Designs and leads test and learns to solve business problems and maximize customers’ experiences.
• Collaborates with research areas and external sources, as necessary, to obtain desired data and scopes additional research needed to assist in identifying customer experience improvement opportunities.
• Analyzes and synthesizes all sources of customer data and insight to identify and inform customer experience improvement opportunities.
• Develops and monitors standards across the customer ecosystem (people, process, technology) needed to deliver intended customer experience.
• Creates business cases and actionable recommendations around improving acquisition, retention, and satisfaction.

Benefits

• Comprehensive medical, dental, vision and wellbeing benefits
• Competitive 401(k) contribution
• Pension plan
• Annual incentive
• 9 paid holidays
• Paid time off program (23 days accrued annually for full-time employees)
• Student loan repayment program
• Paid-family leave
• Relocation support is offered for eligible candidates.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed